Pollo Tropical

Reviews 5

AS

Ashley Walton

If I could give this rating a ZERO, I would! Tonight has to be by far the worst customer service experience Ive ever received. I waited in the the drive thru for 25 mins. (10 mins of waiting before I got to the window and 10 mins of waiting at the window) While waiting for my food at the window the cashier notified me that I had to wait an additional 15 mins because they didnt have any chicken ready. I told her that, that was ridiculous, she never gave me an option for anything else, I had to ask her if she had any other parts of the chicken that were done, she stated that she had chicken tenders ready. I told her I would take that, at this point I was just ready to go. Once she came back to the window, she told me that the chicken was done and handed me a bag with my order in it. I asked to speak with the manager on duty. Once the manager on duty by the name of Patrick came to the window, I begin to voice my frustrations, I could tell he didnt want to hear what I had to say because his demeanor showed it. Patrick even fixed his mouth to say that I was slowing up the flow of the drive thru because we were having a conversation about my complaint, hes didnt care about my complaint, he even told me that hes not the one who cooks the food, when I asked him why was the wait so long and why they didnt have any chicken. He told me that hes the manager and its his job to drive the team. I explained to him that this isnt the first time that Ive had to wait for a long period of time at this location. He continued to look frustrated with me, never trying to come up with a solution. He told me that I was being combative. Once I saw we werent getting anywhere after a 5 min conversation, I decided it was just best to leave. Once I arrived home to feed my family, we opened the bag only to find raw chicken in both of my childrens kids meals, both my husband and I had dried out pork sandwiches, and all of our fries were hard and over cooked. I proceeded to turn my oven on to up cooked my childrens chicken, because I was just over Pollo Tropical at this point. But I was so upset with everything that took place tonight, that I decided to get me whole family together to go back and return everything. Once we returned to Pollo and asked for Patrick, to explain what was wrong with our food, he made us wait for about another 10 mins before he came to see what the issues was. He barely looked at the food, not even acknowledging that they served raw chicken in 2 kids meals. He offered to remake everything and give me a refund, I told him that we didnt want a remake, we only wanted a refund. I will never return to this location. Im totally disappointed with the service I received at this Tucker location. I really hope to hear from upper management very soon. Because Patrick is a sad excuse for leadership.

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Tiffanye Davenport

I tried this location shortly after it opened. I placed my order online for pickup. When I got there to pick up my meal, it wasnt ready, even though I was 10 minutes late. When they finally gave me a bag, there were about 3 items missing. I waited for them to correct the order for about 15 minutes. What should have been a simple in and out turned into about 20 minutes of waiting. I figured that perhaps they had opening pains and gave them a couple of months to correct things. I tried again with an online order. I arrived on time, and nothing was ready. Once again, they handed me a bag missing 3 or 4 items. One of the items Id requested, they were out of. The plantains that were still missing after the second time I checked were just in a cardboard container with some foil haphazardly placed on top. I went to get sauces from the sauce bar, and 3 of the sauces were missing ladles! After this experience, I sent an email to the corporate office. They said it would be passed on to the area manager and offered me coupons. I refused the coupons, because I dont really plan on going back there after my experiences. However, from the other more recent reviews, it doesnt seem like that has occurred. Its clear that they need to either close the store, retrain everyone and reopen, or seriously evaluate their operations policies, because something is not working. If they dont do anything, this store will not last. Sad, because its a good alternative option to the other restaurants in the area.

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nickporter25

After leaving Target, my wife and I were hungry, and thought wed give this place a shot, having never been here before. We pulled up to the drive-thru and were asked what we wanted. We asked for a moment to read the menu. About ten seconds later, we were asked if we needed help with anything. "Nope," we said. "Still reading." This time, we were given the luxury of about fifteen seconds before being asked if we wanted to come to the window and read a paper menu. "No," we said. "This one works fine." Its important to note again that this was NOT during a dinner rush; there was no one behind us in the drive-thru. Still, feeling pressured, we ordered (something) with two sides and pulled to the window. Getting home and opening up the to-go box, Im reminded of the old joke: "The food is terrible; and such small portions." I understand that its not super expensive, and Im not really that particular, but if youre going to offer cold, greasy food, at least offer a lot of it. As I write this, my wife is going out for ice cream and Im eating a bowl of soup as I finish my first ever Google review. Dont go here. Go literally anywhere but here. Itll work out better for you in the end.

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Lisa Greensboro

the absolute worst service i have ever received! first i waited 35 minutes in drive thru?? finally received my food and left, than noticed that my order was wrong!! pissed at this point, i turned back around and went inside to correct my order, where there were supposed to be "workers" but of course they were not working, not helpful in the least bit and seemed like they did not want to be there. I informed them of the order being wrong and they with an attitude told me i would have to wait for my new order! So there I was WAITING AGAIN for the correct order, which took about another 15 minutes!!! This was a horrible enough experience for me and i will certainly not be back and will absolutely tell my family, friends and colleagues to not give business to this place that does NOT care about servicing their customers! Food is good but not worth the hassle and definitely not worth the lack of care! Like many of the other reviewers are saying this location is disgusting and going down the drain quickly!

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Marcus Abbott

Went to pollo tropical for the first and last time. Cashier took my order (1/4 chicken and ribs ). I waited fir about ten minutes when my order comes up she says oh sorry we dont have any ribs can I get u some more chicken instead . Trying to be easy going I said just give me a small chicken bowl as I really wanted the ribs. I also asked for my $5 refund. The manager /supervisor took ten more more minutes trying to re ring the order but was not able to complete the task and count up to five. After another few minutes I asked her to give me the refund so I could be on my way she then turns to the back and says "can someone cone get him I cant " finally the manager came over i explained again my situation to him finally gave me $5 . This was the worst experience I have had in a long time. It truly saddens me when I see a crew of black people just not giving a damn about customers and true work ethics .. work ethic is more than showing up . They all deserve to be fired.

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